*********** people

I app**** for debt relief (term extension) as I am currently unemployed and my spouse is willing to assist with paying 50% of the installment each month till I get a job. My case was assigned to Jabulile and she promised to give me feedback within the same day. Weeks went by and no response. I then had to keep calling the debt care center for feedback and the agents that helped me advised that Jabulile and her manager (Shashika) are not responding to the escalations and are not picking up the calls. I then had to file a complaint (internal complaint) and about 3 days later Jabulile contacted me with the feedback and she clearly did not understand the application that I had made. I had to explain to her what I needed from the bank and she promised to call me on the 11th of April with proper feedback but she didn’t, instead on the 15th April I received a decline and the reason was affordability which confuses me as she never asked for my husbands pay-slip and bank statements which makes me wonder how they came to this decision and the outcome of affordability with no paper work. I have been calling the department and again with no surprise no one seems to get hold of her up until today. She told one agent that she is currently on a call and will call me once she’s done but she has not done so. Can I please get someone to call me and explain now they got to this decision without proper paper work.